Questions and Answers

Hi,

I’m in a huge problem with Lifemiles, and I really need some help.

I understand that the Lifemiles’ expiration policy is that miles will expire in 12 months unless you transfer, earn or buy more miles. The policy prior to 15 April 2018, as I understand it, also included redeeming miles as an option to extend the validity period by 24 months.

I remember reading the post on this issue ([URL]https://onemileatatime.com/lifemiles-expiration-policy/[/URL]) and I found comfort from the fact that the old policy would continue to apply to the miles earned before the policy change on 15 April 2018.

I had previously bought (before 15 April 2018) some Lifemiles whilst on promotion. I had a stash of a little more than 390,000 which were going to expire on 29 February 2020. For a variety of reasons, I left it to the very last day to redeem a short flight, just so that I can extend the validity of the miles. I did manage to redeem a flight on 29 February 2020.

Today, 1 March 2020, I logged into my account and that whole stash is GONE. I am TOTALLY DISTRAUGHT. I called Avianca, and the first agent didn’t understand what I was trying to establish (that the old policy should continue to apply, because my miles were accrued before 15 April 2018). The second agent said that redemptions could never extend the validity of the miles, whether under the current or the old policy.

I can’t locate the terms and conditions where it says that the old expiration policy would continue to apply to the miles accrued before 15 April 2018.

Has anyone encountered this problem? Please help!

Hi Tim, sorry to hear that!

The new and old expiration policy are pretty well outlined in the terms and conditions. There is a line about how Avianca may assess a charge to reinstate miles – maybe you should inquire about that?

[URL]https://www.lifemiles.com/terms-conditions[/URL]

I’d be curious how this plays out, but you may be out of luck, unfortunately. The redemption you made on February 29th, maybe it didn’t actually get ticketed until March 1st, therefore you missed the expiration date?